ComplaintsforCarShield

• Initial Complaint

  08/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had emailed for a quote on Aug 16 2024. I was called 6 times in an hour. By the 7th call I was able to answer and ask that my number be removed from their call list. Aug 17 2024 between 10 am and noon they had called my phone 10 times in a 2 hour period. This presents a huge red flag for me. I no longer want contact from this company. Next step will be legal action.

  

  Business response

  08/19/2024

   

  Your contact information has been removed from our contact list. 

  Customer Relations

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being continually spammed by Carshield when I try to unsubscribe to this annoyance I never subscribed to in the first place, the website that opens triggers my anti-virus software with a warning that the site contains malicious code.I would like Carshield to stop filling my email with their garbage, and identify how they received my email address in the first place so I may take appropriate action with respect to that entity.

  

  Business response

  08/13/2024

  We have removed your contact information from our contact list. 

  Please allow 10 days for the request to be processed. 

  Customer Relations

  Customer response

  08/14/2024

  Complaint: 22119486
  
  I have reviewed the business' response and am rejecting it because the complaint also included a request to identify the source of my email information.  I am sick and tired of being spammed from fly-by-night scammers.  With the information on how is distributing my information without my permissions I can take additional steps to protect my online identity.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Car Shield will not cover almost $1200 of a $2000 bill to have what **** calls a "death wobble"

  

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, your claim has been correct authorized for the damper and some additional labor to help offset your out of pocket costs.  HW, nuts, bolts and alignment were correctly denied as they are not listed for coverage in your contract terms. 

  With that being said, CarShield understands your frustrations and is willing to refund 8 payments of your contract upon the execution of a settlement agreement and release. If you wish to accept this offer, please email ******************************* within ten (10) days and we will draft the agreement for your electronic signature. 

  Customer Relations

   

   

  Customer response

  08/14/2024

  American Auto Shield paid the claim. Can I still get a settlement from Car Shield. Because I understand it is 2 separate companies?

  Customer response

  08/14/2024

  American auto shield paid. But Car shield sold policy. If American auto shield paid can we still settle with Car Shield about their 8 month refund.

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Or *******************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a monthly Car Shield Gold Plan for a 2008 ******** **** CLK350 with ****** miles on it.I currently pay $177 a month for the plan and was told that was the best price that could be offered. Note: CarShield would not offer me the Platinum Plan which I had on my prior ********.Today, August 8, 2024, I recieved a call from CarShield offering me the Platinum Protection Plan for $99. per month. A SEVENTY DOLLAR SAVING PER MONTH.When I agreed, the salesperson entered some data and I was told I already had a plan with CarShield for $177. a month, and it was a GREAT DEAL so they would not be offering me the same plan for $99. a month When I requested the salesperson speak to the supervisor (supervisor name and company title upon request) I was told they thought I had cancelled my plan and that's why they were offering a better rate. I asked to be changed to the lower rate and was refused.My concern is, how is this legal or ethical?The same service, from the same company, and I am offered the price of $99. for a better plan (Platinum), while I pay $177 for a Gold plan.Any help would be most appreciated!

  Customer response

  08/09/2024

  Today, August 9th, I received a call from the gentlemen I spoke with yesterday regarding the pricing difference for my Car Shield plan.

  He was very kind and explained it was an error in the system and they offered to extend the price of $99. per month for a Platinum Protection Plan for my car. Although my payment of $177. was charged to my credit card yesterday, they offered to refund the fee and I was charged $99. plus tax for my new plan.

  I was pleasantly surprised to receive a call from Car Shield this morning and appreciate them doing what they could to make sure they honored the reduced price offered to me yesterday.

  This action shows me they are a company that cares about their clients.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I currently pay for service warranty through Carshield. I need a new transmission in my 2019 **** F150 which should be covered, however Carshield will only pay for a portion of the repair cost. they stated their supplier which is still unknown could get the part which is used for cheaper. I asked if they could tell me information about where the part was coming from such as how many miles were on the transmission, was the transmission taken from a vehicle that was in an accident, was the transmission used in a vehicle that was used for towing/plowing or had been used off road. all questions were all unable to be answered. I asked to speak to a supervisor and they said they have no supervisors and will put in a request. This is completely, unacceptable and I feel they have mislead me when they told me my whole vehicle was covered and all I would be responsible for paying was my deductable of $100. I am now responsible for over $2,400, if they can not answer ,y questions of concern about their used/remanufactured transmission then they should pay for a new one.

  

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. In review of the notes, your chosen repair facility called AAS for transmission failures. The claim was authorized using the most cost effective vendor parts and verified labor times but your chosen repair facility does not accept shipped in parts or difference in labor times. You have also stated your do not want AAS parts so there for a credit was applied using the repair facility transmission parts.

  Per your contract terms, you are responsible and charged the difference between the repair facility parts and the authorization amount. You do have the option to move the vehicle to a different repair facility that will accept shipped in parts as well. The claim was adjudicated correctly. 

  CarShield will void the authorization and issue a full refund upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  Customer response

  08/16/2024

  I will accept the original offer for the repairs. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was looking for a warranty company to cover my car. I called several different companies, and when I talk to car shield, they explain to me on the phone basically they were hasslefree no worry company. They went over all of the information with me on the phone and telling me about the covering and how much they covering that every month they cover you up to $10,000 per vehicle and then it was just the next month it would go back to zero and that you know they cover up to $10,000 and that was how they covered everything. They led me to believe that everything on the car except some gaskets and electrical issue things like lightbulbs and and maybe some certain wiring and stuff was all covered other than those things. I took my car to have it looked at because the air conditioning went out, and the mechanic called me back and said car shield would not cover it because it was a compressor. I called car shield and they tell me that none of my air condition is covered on my car that I was under different plan and thats not how it was stated upfront. It took me three months to even get the booklet and stuff from them because they did , not necessarily their fault but the Memphis Postal Service lag so much and so therefore I didnt even have the information upfront go through and by the time I got it, it was no big deal to me so I didnt even say because upfront they led me to believe that everythings covered but those few problems. They wouldve called back to cancel my service. I told them I wanted refunded for the remaining month because there was almost ************************************************************************************************************************************ I want to be done with them because theyre not a legitimate , they lead you into believing that theyll do something that theyre not going to do.

  

  Business response

  08/14/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist determined the claim was adjudicated correctly . Your repair facility called in with a diagnosis of A/C compressor failure. A/C components are not listed on this contract for coverage and would be your responsibility per terms of the contract. A list is covered components can be found in your contract. 

  As a resolution, CarShield will refund your 5 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for an extended car protection plan with Carshield around February 2024. My automatic monthly payment was supposed to be USD ***** to be charged to my Master Card account. However on my monthly CC statement with payment due on 06/12/2024 there was a charge of $292.92 made on 04/26 which I had not authorized. The following month I also noticed two separate charges of $***** made on the same date 06/08. I immediately contacted my ********** and notified them of the unauthorized charges. They advised to cancel the old account and they would issue me a new card. This was done. But now I am being bombarded with requests for payment on my CarShield account because the automatic payments are no longer available. I have decided to drop my policy with them because of their fraudulent charges. I called them today to complain to them about the issue, and now I am writing to the BBB with my complaint. The public need to be notified of their illegal charges.

  Customer response

  08/08/2024

  My contract number with CarShield was: MRF4622873

  

  Business response

  08/09/2024

   

  A customer ********************** representative will reach out to you shortly regarding this matter. 

  Customer Relations

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Payment for ****** was charge to my credit card ****** 5th. I cancelled my policy on Aug 5th. CarShield did not provide insurance coverage for ****** but has a policy of no refunds after being with CarShield for 30 days. I originally joined Carshield on 31 May. How can a company be allowed to keep money when they provided no services?

  

  Business response

  08/09/2024

   

  CarShield will refund your payments in full. Please allow 7-10 days to receive the refund. 

  Customer Relations

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The commercials were a lie. I went to have my car serviced only for the mechanic to tell em it wasn't covered. I called car shield in the parking lot, the man I talked to even talked to the mechanic, said all was done on our end...I go home, have to go back because again it wasn't covered even tho he said it was. Called again, got the run a round. Ended up paying for insurance to just have to have my car hauled home and not fixed. I literally was paying for nothing. No 'peace of mind's.

  

  Business response

  08/08/2024

   

  Our records indicate your contract was cancelled on 8/31/21. 

  As a courtesy, CarShield will refund your last 3 payments upon execution of a Settlement and Release Agreement.If you wish to accept this offer, please email ******************************* to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing. 

  Customer Relations

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a Gold protection plan from CarShield. It included coverage for the exhaust manifold. CarShield refused to approve the repair for an inconsistent and arbitrary reason. CarShield claims that a bolt sheared off, causing the manifold to warp. The repair facility says the manifold warped, causing too much stress on the bolt, which caused it to shear off. CarShield covered the warped manifold on the other side of the engine, which had all bolts intact. The fact that the other manifold warped even when all bolts were intact supports the repair facilities' explanation. CarShield used very ambiguously worded parts of the contract to deny the claim. Even if the bolt was the problem, bolts are an essential part of the engine, ensuring essential components stay together and function properly. Nowhere in the contract does it specify that bolts are not covered. Denying coverage of a covered component because an essential bolt sheared off, is a very convenient way for them to avoid costly claims. They have written the contract to provide themselves with extreme discretion. I have no confidence that they would ever approve another costly claim. ********************************* Auto Shield write the contract, review, adjudicate, and decide if they will pay a claim, completely disregarding a reputable repair facility's input. That's why the *** brought a claim against them for deceptive business practices, which was potentially settled for $10,000,000 last week. I purchased the protection plan, expecting that a major component like the exhaust manifold would be covered. A reasonable person reading the contract would not have reason to expect it would not be. I would not have purchased the agreement had I known, and I would have found a better option and not be left holding the bag for a $2500-3000 repair. After my claim was denied, I tried escalating the issue within the company and then through their formal dispute channel. I'm just one more example of a customer getting scammed.

  

  Business response

  08/09/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. American Auto Shield ("AAS") administers repair claims brought under vehicle service contracts (contract) sold by CarShield.
  

  The claim at issue related to your complaint was reviewed by an AAS Senior Legal Claims Specialist (Specialist), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract,the Specialist determined the claim was adjudicated correctly.  American Auto Shield has already authorized over $2000 in repairs in the short time your contract has been active therefore there is no refund due. 
  

  If you have any additional questions regarding your claim, please contact AAS directly at ************. As the contract administrator and obligated party under the contract, they will be happy to answer any additional claim questions you may have. 
  

  Customer Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩